While digital tools are important, the in-store experience remains a key differentiator. Irish customers are price-conscious but relationship-driven, prioritising trust, service, and personal connection over discounts alone (EY, 2025; Qualtrics 2026).
Personalized Human Interaction
Insight: 46% of consumers prioritize value for money, but long-term loyalty is driven by service and trust, with customers four times more likely to recommend businesses that make them feel cared for (Qualtrics 2026).
Actions:
- Ensure staff greet customers proactively and offer personalised advice.
- Keep consultations personal, especially for health or wellness queries.
- Highlight pharmacist expertise in-store and reinforce the human touch.
Observational Listening
Insight: Traditional surveys are increasingly ineffective; informal observation provides richer insights (Qualtrics 2026).
Actions:
- Encourage staff to note recurring questions, product gaps, and customer preferences.
- Maintain a simple log of customer feedback for weekly team discussions.
- Ask open questions at checkout: “Did you find everything you were looking for today?”
💬 Tip: Small cues often reveal larger trends in product demand or service gaps.
Experience Based Loyalty
Insight: Irish consumers are selective but loyal when service and trust are prioritised (EY, 2025).
Actions:
- Offer loyalty schemes that provide value beyond discounts, such as wellness checks or seasonal health clinics.
- Host small in-store events or themed health weeks to deepen relationships.
- Respond promptly to service issues with personal recovery gestures.
Modern Store Environment
Insight: Consumers expect modern, convenient retail spaces that complement human service (McKinsey, 2025).
Actions:
- Keep stores clean, organised, and easy to navigate.
- Combine physical layouts with digital convenience (e.g., in-store tablets for online ordering or product info).
- Continuously refresh layouts and product offerings to meet evolving expectations.
💡 Example: A pharmacy integrating a self-checkout kiosk for quick purchases while staff remain available for consultations balances convenience with personal care.
Pharmacies that prioritise service, observe and respond to customer needs, build loyalty through experience, and modernise the in-store environment will thrive in Ireland’s competitive retail landscape.
References
https://www.qualtrics.com/ebooks-guides/customer-experience-trends/
McKinsey & Company (2025), State of Consumer.
EY (2025), What Matters Now: Price, Trust and the Rise of the Selective Irish Consumer.